Support Centre Manager Course (SCM)

HDI Support Centre Manager certification verifies that the support centre manager possesses the knowledge of best and common practices necessary to successfully manage the operational and tactical components of a support organisation while strategically aligning with the needs of the business. The support centre manager is responsible for executing the operational and tactical plans of the support organisation while satisfying customer and business needs.

This training explores how the support centre's strategy drives everything the support centre does: service delivery, infrastructure implementation, operational processes, workforce planning and management, and support centre marketing.

Designed for both new and experienced support centre managers, this course helps support centre managers satisfy operational demands and build a support centre that aligns with the organization, adds value to the business, and delivers on its commitments.

The certification exam is included with training purchased directly from HDAA.

Support Centre Manager Course

This HDI certification verifies that the support centre manager possesses the knowledge of best and common practices necessary to successfully manage the operational and tactical components of a support organization while strategically aligning with the needs of the business.

This Course Focuses on:

  • Characteristics of an effective support centre manager;
  • How to create service level agreements, operational level agreements & standard operating procedures in support of a service catalogue;
  • Steps to cost-benefit analysis, total cost of ownership & calculating return on investment;
  • The relationships between IT service management processes;
  • The difference between & the importance of strategic, tactical & operational planning;
  • Benefits & challenges of self-service technologies;
  • Processes for building & managing effective security policies;
  • Staffing models;
  • The value of outsourcing;
  • Tactics for screening, hiring, training & managing high performance teams; &
  • The metrics & key performance indicators essential to your performance reporting.

Unit 1: The Support Center

  • The Evolution of Support
  • Support Center Maturity
  • Successful Support Centers

Unit 2: Strategy

  • Strategic Perspective
  • Business Alignment
  • SWOT

Unit 3: IT Financial Management

  • IT Financial Management
  • Cost, Value, and ROI


Unit 4: Support Delivery Methods & Technology

  • Support Center Infrastructure
  • Support Tools and Comm. Channels
  • Support Delivery Methods
  • Cloud Services
  • Service Management Systems (SMS)
  • Remote Management

Unit 5: Service Level Management

  • Service Level Management


Unit 6: Metrics & Quality Assurance (QA)

  • Support Metrics
  • Baselining and Benchmarking
  • Performance Reporting
  • Quality Assurance Programs
  • Measuring Customer Satisfaction
  • Measuring Employee Satisfaction

Unit 7: Support Centre Processes

  • Best Practices for Support
  • IT Service Management (ITSM)
  • Service Operations
  • Service Design
  • Service Transition
  • Knowledge Management

Unit 8: Leadership

  • SCM Responsibilities
  • Your Role as Leader
  • Manage Operations Effectively
  • Emotional Intelligence
  • Communication
  • Influence & Motivate
  • Integrity & Service Ethics
  • Growth

Unit 9: Workforce Management

  • Workforce Management
  • Staffing Models
  • Scheduling
  • Sourcing
  • Recruitment

Unit 10: Training & Retention

  • Fostering Relationships
  • Teamwork
  • Coaching
  • Peer Mentoring
  • Training
  • Rewards, Motivation, Retention
  • Performance Management
  • Career Development Planning

Unit 11: Promoting the Support Center

  • What is Marketing?
  • Creating Internal Marketing Culture
  • Marketing Opportunities
  • Experienced technical support professionals who must manage all day-to-day functions as well as master critical  performance  and  customer  service  strategies.
  • Individuals who are preparing for the HDI Support Centre Manager certification.

Virtual Instructor-Led Classroom

These scheduled courses provide students with live, instructor-led training delivered by an HDAA qualified trainer. Using web conferencing software, students interact with the instructor without ever leaving their desk.

  • Minimize the impact on your daily schedule by only training eight hours for one day.
  • Ask questions and interact with the instructor and other attendees.
  • Structured discussions facilitate networking and learning from real-world experiences.


On-Site Training / Dedicated Virtual Instructor-Led Training

HDAA can train your team at your facility anywhere within Australia and New Zealand, eliminating individual staff travel costs and putting more control in your hands. Control class size and pick training dates that accommodate your business schedule.

Focus on your organization's key issues and pain points. Save money. With groups of eight or more, this option can be very cost effective.

  On-site Training enquiry.


On-Line Computer-based Course

The Support Centre Manager course is not available online.


No dates available contact HDAA to register your interest.


  • We have Trained more than 7000+ participants
  • Accredited HDI and PeopleCert Training Organisation
  • Trained 100's of Australian Government & Private Organisations
  • Train Anywhere, Anytime with On-Line Self Paced Course Options
  • Certification recognised worldwide
  • Professional Trainers with Industry Experience
  • We have over 20 Years of Training Delivery Experience
  • The Latest Vendor Approved In-depth Course Content

HDI courses are developed from HDI certification standards and are designed to assist a student in preparing for the HDI certification exam. They reinforce the core concepts of the certification standards and provide skills building opportunities for the attendees.

Exam delivery is online through the HDI Learning Centre. Access is established through HDAA upon request from the student either via email or phone. Once released after public or onsite training the exam must be taken within 6 weeks.

Individuals who achieve the passing score will receive a certificate (PDF Version) from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards. All exams consists of 65 multiple choice questions and must be completed in 75 minutes.

A minimum score of 80 per cent is required to pass a certification exam, unless otherwise published.

Exam Weighting

The certification exam is randomly generated from a pool of pre-authorised exam questions. As a result, each certification exam is different. The questions have been classified by the categories of the HDI Standard. The certification exam is designed to test the candidate's knowledge in each category.

The number of questions presented from each category is based on the certification weighting. When the time available to study prior to taking a certification exam is limited, consider the certification weighting and review the categories with the highest allocations.

The following table represents the weighting for each of the standards categories within the certification exam. This information is provided to help you focus as you prepare for the exam.

Support Centre Manager:

Category   Weighting %
Leadership:     15%
Policy and Strategy:     25%
People Management:     15%
Resources:     15%
Process and Procedures:     20%
Performance Results     10%


The HDI Certification Exam is included in all HDAA's HDI Public & Online Training Course pricing.

HDI Exam Re-takes and Extensions
A 28-day extension is available for an online exam for a fee of $60.50 (inc GST). Exam re-takes can be purchased for a fee of $115.50 (inc GST). Contact the HDAA on T: 1300 130 447.

Practice Exams (additional charges apply)
HDI practice tests provide additional preparation for HDI certification exams. Once you complete a practice test, a report is provided that lists the questions missed and what competency within the HDI Standard you should review.

Each practice test is 30 questions and must be completed in 35 minutes
You may take multiple tests
Each practice test is randomly generated from a pool of test questions

Practice Exam Cost $90.20

How long do I have to complete my exam?

Once your exam is activated (usually within 1 business day of your request), you have six (6) weeks to take the exam. 

What are the systems requirements for taking an online exam?

You'll need a continuous Internet connection and a browser that has Flash enabled.

Can I retake my exam if I don't pass?

Yes. Each retake costs $115.50 AUD. You may purchase as many retakes as you need. You don't have to wait a "blackout period" to purchase a retake, but do keep in mind that it does take up to one business day for the retake to be activated in the system.

Can I extend my exam/practice test after it expires?

Yes. You may purchase a four-week extension for your course or exam or practice exam for $60.50 AUD each.

Who do I contact if I need support?

If you require support you can contact HDAA, ph: 1300 130 447
or you can contact HDI directly via their Customer Care Center: 1.800.248.5667

Public, Virtual and Onsite Course Cancellation & Transfer Policy

Full payment of course fees or a Purchase Order must be received no less than thirty (30) days prior to the scheduled course date you have nominated to hold. Any booking received less than thirty (30) days prior to the nominated course commencement date must be accompanied by a written Purchase Order or credit card payment authority to secure the booking.

Clients cancelling their public or virtual course registration with less than three weeks' notice will not be entitled to a refund.

No shows on public and virtual courses will pay full course rates.

Cancellation of On-site Courses: Notice received within twenty one (21) to thirty (30) days of the scheduled course commencement date will incur a fee equal to 25% of the invoice. Notice received within seven (7) to twenty one (21) days will incur a fee equal to 50% of the invoice. Notice within 7 days will be charged the full invoice price.

Postponement of On-site Courses: Notice received within twenty one (21) to thirty (30) days of the scheduled course commencement date will incur a fee equal to 20% of the invoice. Notice received within seven (7) to twenty one (21) days will incur a fee equal to 30% of the invoice. Notice within 7 days will be treated as a cancellation. Only one postponement per invoice allowed.

Transfers between scheduled public courses will be accepted if requested no less than three weeks prior to the course start date. Any transfer of registration received no less then two weeks of the course start date will incur a $440 transfer administration fee. Transfer are not available with less then 1 weeks notice of the course start date.

Attendee name changes will be accepted up to the day prior to the course start date.

In rare instances, a public course may be rescheduled or cancelled. HDAA will provide as much notice as possible. In this event, the client may receive a full refund, or take a credit toward another HDAA course. HDAA cannot be held responsible for penalties resulting from travel arrangements.

In the event that we do have to cancel a training course at the last minute, the HDAA administration team will contact you via phone to either reschedule you for an alternate course or provide you with a full refund of the course price paid.

HDAA reserves the right to postpone/cancel a training course or an event at any time, at which, paying participants will be entitled to one of the following:

  • To participate at a revised date specified by HDAA; or
  • A refund or
  • A credit to that amount for future HDAA training.

To receive reimbursement or credit, please call HDAA on 1300 130 447 to make appropriate arrangements.

On-Line Course Cancellation Policy: Self-paced online course registrations are final. No cancellation or refund is available. Access is granted to online courses and certification exams once payment is received. A purchase order number may be provided for reference, but online courses and certification exams will not be activated until actual payment is received.

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